MARC details
| 000 -LEADER |
|---|
| fixed length control field |
01828nam a2200289 a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
020509s2000 enk 000 0 eng d |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| 110 1# - MAIN ENTRY--CORPORATE NAME |
|---|
| Corporate name or jurisdiction name as entry element |
Video Arts. |
| 9 (RLIN) |
63077 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Demanding customers : |
| Remainder of title |
customer care made perfect |
| Medium |
[Multimedia] / |
| Statement of responsibility, etc. |
written by Pat Mitchell. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
London : |
| Name of publisher, distributor, etc. |
Video Arts Group, |
| Date of publication, distribution, etc. |
c2000. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
2 videocassettes (26 min. + 13 min.) ; |
| Dimensions |
1/2 in. + 2 computer disks (3 1/2 in.) + 1 vol. 30cm. (spiral bound). |
| 500 ## - GENERAL NOTE |
|---|
| General note |
"A Video Arts production featuring Dawn French, Robert Daws, James Fleet and Rebecca Front" |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
Demanding customers demonstrates the techniques for making demanding customers satisfied. Several realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr Snappy, Mrs Picky, Mr Yappy and Ms Flash. In a wrong-way scenario, the video shows how easy it is to enrage and frustrate these demanding customers. Then, when the staff adopt the PERFECT technique - being polite, efficient, respectful, friendly, enthusiastic, cheerful and tactful - they manage to change the outcome. The simple but effective lessons are highly memorable - easy to adopt and put into practice at all levels across any organisation that deals with customers. |
| 538 ## - SYSTEM DETAILS NOTE |
|---|
| System details note |
VHS. |
| 538 ## - SYSTEM DETAILS NOTE |
|---|
| System details note |
System requirements: IBM PC or 100% compatible; Microsoft Windows; Microsoft Word; Microsoft Powerpoint. |
| 590 #0 - LOCAL NOTE (RLIN) |
|---|
| a |
1015.79 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services. |
| 9 (RLIN) |
2749 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| General subdivision |
Management. |
| 9 (RLIN) |
42779 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| General subdivision |
Quality control. |
| 9 (RLIN) |
47565 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| General subdivision |
Training Courses. |
| 9 (RLIN) |
63078 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Mitchell, Pat. |
| 9 (RLIN) |
21862 |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) |
|---|
| a |
161201 |
| 903 ## - LOCAL DATA ELEMENT C, LDC (RLIN) |
|---|
| a |
MARS |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) |
|---|
| a |
.b10176408 |
| b |
cnpm |
| c |
- |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Suppress in OPAC |
0 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| Operator's initials, OID (RLIN) |
1 |
| Cataloger's initials, CIN (RLIN) |
020509 |
| First Date, FD (RLIN) |
m |
| Local |
p |
| -- |
- |
| -- |
0 |